Analyst – Complaints Management

This is a fully remote position, open to applicants in Germany.

📋 Description

• Manage and resolve complaints for an online brokerage independently, from initial assessment to effective case closure.

• Record the entire complaint process in the ticketing system and reporting tools.

• Prepare and analyze relevant KPIs (e.g., complaint rates and adherence to response timelines) for management and quality assurance purposes.

• Determine the underlying causes of recurring complaints.

• Collaborate with relevant departments to define and implement corrective measures.

• Ensure adherence to regulatory obligations (e.g., BaFin regulations, MiFID II, and the German Securities Trading Act (WpHG)).

• Work in close partnership with Compliance, Product, Legal, and other related departments.

⛳️ Requirements

• Completed commercial training (e.g., qualification as a banking specialist) or an equivalent qualification, preferably with initial experience in complaints management or customer service within a financial services provider or online brokerage.

• Strong understanding of regulatory requirements in the financial sector, including BaFin, MiFID II, and the German Securities Trading Act (WpHG).

• Proficient in German (C2 level) both spoken and written, along with good English language skills.

• Well-developed decision-making abilities, even in complex situations.

• Solid grasp of securities account management, securities trading, order processes, or cryptocurrency assets.

• Analytical mindset with attention to detail, coupled with the ability and motivation to resolve complex cases thoroughly.

• Confidence and empathy when engaging in challenging and emotionally charged conversations.

• Capacity to maintain focus and prioritize effectively, even during peak complaint volumes.

• Willingness to utilize AI-enabled tools in daily tasks.

• Enthusiasm for working in a fast-paced environment where you can actively influence processes and share ideas.

🏝️ Benefits

• Options for remote work.

• Up to 15 workation days within the EU each calendar year.

• Access to training programs, seminars, and conferences.

• Modern office hubs.

• Opportunities for professional development in financial markets and investing.

• Regular team events and a vibrant company culture.

• Health and mobility benefits (including a company bike program and public transportation subsidies).

• Attractive financial benefits and additional perks.